Category: Brasil

Toyota Ranks Highest in New-Vehicle Sales Satisfaction for a Second Consecutive Year

2015-05-29

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SÃO PAULO: 1 June 2015 — Toyota ranks highest among automotive manufacturers in Brazil in sales satisfaction for a second consecutive year, according to the JD Power 2015 Brazil Sales Satisfaction Index (SSI) Study^SM released today.  

The study, now in its third year, is a comprehensive analysis of the new-vehicle purchase experience and explores customer satisfaction with the selling dealer by examining five measures (listed in order of importance): working out the deal (29%); delivery process (22%); test drive (18%); salesperson (16%); and dealership facility (16%).

Toyota scores 789 (on a 1,000-point scale) and performs particularly well in four out of the five purchase measures, including working out the deal; delivery process; salesperson; and dealership facility. Hyundai-HMB ranks second at 786 and performs well in all five measures. Hyundai-CAOA ranks third at 774 and performs well in test drive. Overall sales satisfaction averages 763 in 2015, an improvement from 754 in 2014.

“The difference in satisfaction scores between the highest- and lowest-ranked brands in this year’s SSI is only 46 index points. This suggests that despite renewed efforts by many brands, none are truly distinguishing themselves from the pack in terms of the customer purchase experience,” said Jon Sederstrom, country manager, JD Power do Brasil. “It also presents an opportunity for a brand that is able to consistently exceed customer expectations. During market conditions as difficult as we are currently experiencing, automakers and dealers must demonstrate they understand the value of each and every shopper.”

New-vehicle sales in Brazil dropped 7.1 percent to 3.5 million units in 2014, and sales in the first four months of 2015 were down 18.4 percent compared with a year ago.[1] Economic conditions and lower new-vehicle sales have created dire financial hardships for some dealerships, as approximately 250 closed their business between January and April.²

Dealer Treatment—Test Drive and Delivery—Key to Dealer Success

Although “offering the best deal/lowest price” is the most frequently cited reason for selecting a dealer, “dealer treated me well” is the second-most influential reason—cited by about one in six new-vehicle buyers.

The study finds that offering and delivering a thorough test drive is critical. Sales satisfaction among new-vehicle buyers who take a test drive averages 783, but drops to to 669 when customers do not take a test drive because a vehicle is not available and 616 when they do not take a test drive because a salesperson or test drive specialist is not available.     

A test drive not only improves sales satisfaction, it also increases customer loyalty. Among customers who indicate that the test drive they took was thorough enough to understand the vehicle, 42 percent say they “definitely will” purchase the same brand of vehicle again and 43 percent say they “definitely will” purchase from the same dealer.

In addition to a test drive, dealer actions taken during the vehicle delivery process not only impact overall sales satisfaction, but also have a direct benefit for the dealer. Among customers indicating the dealer spent enough time with them at delivery, 49 percent say they “definitely will” return to the dealer for paid service, compared with only 33 percent of those indicating the dealer did not spend enough time at delivery. 

“Dealers are focused on getting sales, which is expected in a tight market, but they also need to realize that the delivery process is critical to the customer and can have a positive or negative impact on their service business,” said Sergio Sanchez, research manager at JD Power do Brasil.

KEY FINDINGS

• Customers who choose a dealer based on reputation or recommendations are more likely to purchase from that dealership than if they initially shopped at the dealership due to location or advertising. Customers most often visit the dealership they buy from due to its reputation (37%) and recommendations from family, friends or colleagues (32%). Customers most often leave without buying from a dealership they selected due to its location (44%) and radio or TV advertising (32%).
• Customers age 30 and younger—often first-time new-vehicle buyers—indicate the most influential reasons for selecting the vehicle they purchased are interior comfort (10%); reliability/durability (8%); low price or payment (8%); and technology of the vehicle (8%). Customers age 55 and older indicate their previous experience with the brand (21%) most influenced their purchase decision.
• Dealer treatment, such as dealer staff applied too much sales pressure, dealer staff was rude and dealer was not completely honest collectively account for 16 percent of the reasons cited by customers for rejecting a dealer.

The 2015 Brazil Sales Satisfaction Index (SSI) Study^SM is based on the evaluations of more than 3,000 online interviews with Brazilian new-vehicle owners during the first nine months after purchase. The study was fielded in March and April 2015.

About JD Power do Brasil

Established in São Paulo in 2010, JD Power do Brasil conducts customer satisfaction research and provides market intelligence and consulting services for the automotive industry—manufacturers and dealers. Information regarding JD Power do Brasil and its products can be accessed through the Internet at http://brasil.jdpower.com.

Media Relations Contacts

Renata Cerolini; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3231; [email protected]

Marcela Villa; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3214; [email protected]

John Tews, JD Power, Troy, Michigan, 248-680-6218; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Toyota Ranks Highest in Vehicle Ownership Satisfaction for a Second Consecutive Year; Two Chevrolet Models Receive Segment-Level Awards, while Fiat, Kia and Nissan Models Each Garner One

1970-01-01

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SÃO PAULO: 30 October 2012 – Toyota ranks highest in satisfying new-vehicle owners in Brazil for a second consecutive year, while models from Chevrolet, Fiat, Kia and Nissan receive segment awards, according to the JD Power 2012 Brazil Vehicle Ownership Satisfaction Study^SM (VOSS) released today.

The study, now in its second year, is based on owner evaluations of their vehicle and dealer across four measures of satisfaction. In order of importance, they are: cost of ownership (46%), including fuel consumption, insurance and maintenance/repair; vehicle appeal (22%), which includes performance, design, comfort and features; dealer service experience (21%); and vehicle quality and reliability (12%).

Among all countries in which JD Power publishes this study, owners in Brazil place the most importance on the costs of owning a new vehicle. This is due, in part, to these owners spending a larger percentage of their income on the costs of their vehicle, such as for maintenance, repair, fuel, taxes, and insurance, among others, than do owners in other markets. This translates into lower levels of satisfaction in Brazil, especially in the subcompact and entry compact segments.

“With the market entrance of new brands and the launch of many new models, new-vehicle owners in Brazil have more choice than ever,” said Jon Sederstrom, director and country manager, JD Power do Brasil. “VOSS findings across global markets consistently show that the most successful brands are those that exceed their customers’ expectations throughout the ownership cycle. In Brazil, that requires automakers to balance exciting new-vehicle designs against high-quality vehicles with low maintenance needs and other ongoing costs of ownership.”

Overall satisfaction in 2012 averages 735 on a 1,000-point scale, a one-point decrease from 736 in 2011.

The 2012 Brazil VOSS ranks ownership satisfaction with individual vehicle models by segment, as well as automotive brands overall. Toyota is the highest-ranking brand in vehicle ownership satisfaction for a second consecutive year with an overall score of 808. Following Toyota in the overall brand rankings are Korean automakers Hyundai (802) and Kia (799), which are both ranked in the study for the first time this year. Mitsubishi and Nissan also make notable debuts in this year’s VOSS, both ranking above the industry average.

“The commitment of Hyundai, Kia, Nissan and Mitsubishi to their customers has resulted in market share gains during the past year,” said Sederstrom. “However, customer expectations are constantly changing, and no automaker can afford to rest on their laurels. This is as true for newer market entrants as it is for the traditional Big Four—Fiat, Volkswagen, Chevrolet and Ford.”

Renault is the most improved brand in the 2012 study, gaining 12 points year over year (737 in 2012 vs. 725 in 2011), and ranks above the industry average.

The Chevrolet Celta (subcompact car segment), Fiat Siena Fire (entry compact car segment), Chevrolet Agile (upper compact car segment), Kia Cerato (midsize car segment) and Nissan Livina (monocab segment) rank highest in their respective segments.

The study finds that reliability/durability and fuel consumption are the most important considerations in vehicle choice among new-vehicle owners in Brazil. Slightly more than 50 percent (51%) of vehicle owners indicate each are their most important reasons for purchase.

“Vehicle quality is very important to the consumer market in Brazil, and the quality of vehicles is not only a key metric to manufacturers, but obviously to consumers as well,” said Sederstrom. “Asian brand owners report, on average, 3.25 problems, compared with 3.63 problems reported by vehicle owners of all other brands, regardless of where they were manufactured.”

The 2012 Brazil Vehicle Ownership Satisfaction Study is based on the evaluations of 6,577 online interviews with Brazilian vehicle owners after an average of two years of ownership. Overall ownership satisfaction is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

About JD Power do Brasil

Established in São Paulo in 2010, JD Power do Brasil conducts customer satisfaction research and provides market intelligence and consulting services for the automotive industry—manufacturers and dealers. Information regarding JD Power do Brasil and its products can be accessed through the Internet at www.jdpowerdobrasil.com.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and JD Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

Media Relations Contacts

Julia Medeiros Barbosa; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3221; [email protected]
John Tews; Troy, Mich.; (248) 680-6218; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power do Brasil.

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Apple Ranks Highest in Customer Satisfaction among Smartphone Manufacturers, While Samsung Ranks Highest among Traditional Mobile Phone Manufacturers

2011-11-21

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SAO PAULO: 21 November 2011 – Apple ranks highest in satisfying smartphone customers while Samsung ranks highest in customer satisfaction with traditional mobile phones, according to the JD Power do Brasil 2011 Wireless Smartphone and Wireless Handset Satisfaction Studies,^SM both released today.

The inaugural Brazilian studies measure customer satisfaction with the mobile device ownership experience. Customer satisfaction with mobile phones is measured across four factors. In order of relative importance to overall satisfaction with traditional phones, they are: performance (32%); features (23%); physical design (23%); and ease of operation (22%). For smartphones, the key factors are: physical design (27%); ease of operation (26%); performance (26%); and features (21%). Overall satisfaction is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

Apple ranks highest in customer satisfaction among manufacturers of smartphones with a score of 875, performing particularly well in ease of operation and features. Nokia follows Apple in the rankings with a score of 792.

Among traditional mobile phone manufacturers, Samsung ranks highest in customer satisfaction with a score of 766. Samsung performs particularly well in performance, physical design and features. Nokia follows Samsung in the traditional mobile phone rankings with a score of 760.

“As the number of mobile phone devices available in the market continues to increase, delivering an outstanding mobile phone experience is crucial for manufacturers to differentiate themselves from competitors,” said Celia Bastos, research director at JD Power do Brasil. “Customers who are highly satisfied with their device are considerably more likely to purchase a mobile phone from that manufacturer in the future and recommend their brand to others. In addition, these highly satisfied customers are more likely to have a more satisfying wireless experience overall.”

The study also finds the following key trends:

1. As in the United States, satisfaction tends to be higher among younger smartphone customers, averaging 801 among customers 18 to 34 years old compared with just 776 among customers 35 to 44 years old.
2. Smartphone customers report accessing email on their device approximately six times per day, which equates to nearly 200 attempts to access email each month.
3. On average, 65 percent of smartphone customers who download applications say they download games to their device. Mobile gamers with smartphones say they spend an average of 83 minutes per week playing mobile games.
4. Customers currently owning traditional phones are more likely to purchase a new device within the next year.  More than eight in 10 (81%) traditional phone users say they definitely will or probably will purchase a new phone within the next 12 months. This compares to 75% among smartphone users.

“Mobile phone manufacturers in Brazil are doing a good job of satisfying younger customers, as this segment represents a vast majority of customers,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “However, as seen in the United States, there is a growing segment of more mature users. More than 35 percent of U.S. based wireless customers are over 44 years of age.  This compares to only 17 percent for Brazil. As this age segment becomes more prominent in Brazil, manufacturers will need to balance integrating the latest technology and features into phones while making sure they are easy to use and understand for customers of all ages.”

JD Power’s self-funded Voice-of-the-Customer syndicated studies evaluate products and services based on actual consumer feedback. The research is designed to help businesses make informed decisions about product and service improvements. Study results are based solely on the opinions of consumers, not the opinion of JD Power.

The 2011 Brazil Wireless Smartphone and Handset Satisfaction Studies are based on experiences reported by 979 smartphone owners and 1207 traditional mobile phone owners, respectively. Both studies were fielded in September 2011.

About JD Power do Brasil

Established in Sao Paulo in 2010, JD Power do Brasil conducts customer satisfaction research and provides market intelligence and performance analytics services in the automotive, wireless telecommunications and financial services industries. Information regarding JD Power do Brasil and its products can be accessed through the Internet at www.jdpowerdobrasil.com.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company with more than 40 years of experience operating in key business sectors providing market research, forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. JD Power and Associates is a business unit of The McGraw-Hill Companies. Additional information is available at www.jdpower.com.

About The McGraw-Hill Companies

McGraw-Hill is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. Leading brands include Standard & Poor’s, S&P Capital IQ, S&P Indices, Platts energy information services and McGraw-Hill Education. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. On September 12, 2011, the Corporation announced its intention to separate into two public companies: McGraw-Hill Markets (working name), primarily focused on global capital and commodities markets and McGraw-Hill Education focused on digital learning and education services worldwide. Additional information is available at http://www.mcgraw-hill.com/.

 

 

Ongoing Costs Weigh Heavily on New-Vehicle Owners in Brazil, Particularly among Owners of Subcompact and Compact Models

2011-07-28

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SÃO PAULO: 28 July 2011 — Among vehicle owners in Brazil, cost is a particularly dissatisfying element of vehicle ownership, especially among owners of the smallest vehicles—subcompact and compact cars—according to the JD Power do Brasil 2011 Brazil Vehicle Ownership Satisfaction Study^SM (VOSS) released today.

The inaugural study is based on actual vehicle owner evaluations of their vehicle and dealer across four measurements of satisfaction. In order of importance, they are cost of ownership (32%), including fuel consumption, insurance and maintenance/repair; vehicle appeal (28%), which includes performance, design, comfort and features; dealer service experience (22%); and vehicle quality and reliability (18%). Overall ownership satisfaction is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

Overall satisfaction averages 736 in 2011, with vehicle owners indicating they are most satisfied with the quality and reliability of their vehicle (775, on average) and least satisfied with cost of ownership (691). Ownership cost satisfaction among subcompact and compact model owners is the lowest of all the vehicle segments examined in the study, averaging 670 and 691, respectively. In comparison, average cost of ownership satisfaction ranges between 703 and 726 among larger vehicle segments.

Sizable proportions of subcompact and compact model owners indicate they pay more than they expected for vehicle service, with nearly 19 percent of subcompact owners and compact owners saying their service expenditures were “much higher” than expected. Dissatisfaction with the costs of service and insurance are particularly strong.

“Owners of subcompact and compact models are spending a much higher proportion of their income on all of the costs associated with their vehicle—including fuel, repair and maintenance—than do owners of larger vehicle models,” said Jon Sederstrom, director and country manager, JD Power do Brasil. “Collectively, owners of subcompact and compact models comprise 61 percent of the market in Brazil. For automakers, effectively managing expectations of these owners will be key to elevating satisfaction throughout the market.”

According to JD Power, the Brazil new-vehicle market is projected to continue to grow rapidly in the coming years. Sales are projected to reach approximately 3.53 million units in 2011, compared with sales of 2.72 million units in 2008—representing an average annual growth rate of 9 percent during the past three years. In 2010, new-vehicle sales in Brazil surpassed sales in Germany, making Brazil the fourth-largest new-vehicle market in the world behind only China, the United States and Japan. By 2015, sales of new light vehicles are expected to exceed 5 million units. By 2018, sales are projected to reach 6 million units.

This rapid growth is attracting nameplates from Asia, which are investing aggressively in local manufacturing capacity and dealership networks to capitalize on Brazil’s market potential. As a result, the competitive landscape is changing and consumers are enjoying more choices than ever before.

“Vehicle owners in Brazil have an unprecedented array of choices and this new reality represents both an opportunity and a threat for established auto manufacturers,” said Sederstrom. “Paying attention to the needs of new-vehicle buyers and consistently meeting these expectations throughout the ownership period is a precondition for customer retention and for maximizing the likelihood that existing owners will enthusiastically recommend their vehicle and dealer to their family, friends and work colleagues.”

According to the study, Brazil vehicle owners who rate their overall ownership experience as highly satisfying (ratings of 9 or 10 on a 10-point satisfaction scale) are 2.8 times more likely to say they would definitely repurchase the same brand again, compared with owners who are less satisfied (ratings of 7 or 8).

The 2011 Brazil Vehicle Ownership Satisfaction Study ranks ownership satisfaction for individual vehicle models by segment, as well as automotive brands overall. Volkswagen ranks highest in two vehicle segments for the Gol G5 (subcompact car) and CrossFox (compact car). Also receiving a segment-level award is the Honda Civic (midsize car).

Toyota is the highest ranking brand in vehicle ownership satisfaction with an overall score of 808. Toyota performs particularly well in all four key measures. Following Toyota in the brand rankings are Honda (796) and Citroën (762).

The 2011 Brazil Vehicle Ownership Satisfaction Study is based on the evaluations more than 4,000 online interviews with Brazilian vehicle owners after an average of two years of ownership. The study was fielded in May 2011.

About JD Power do Brasil

Established in São Paulo in 2010, JD Power do Brasil conducts customer satisfaction research and provides market intelligence and performance analytics services in the automotive, wireless telecommunications and finance industries. Information regarding JD Power do Brasil and its products can be accessed through the Internet at www.jdpowerdobrasil.com.

About JD Power and Associates

Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company with more than 40 years of experience operating in key business sectors providing market research, forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. JD Power and Associates is a business unit of The McGraw-Hill Companies. Additional information is available at www.jdpower.com.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. With leading brands including Standard & Poor’s, McGraw-Hill Education, Platts energy information services and JD Power and Associates, the Corporation has approximately 21,000 employees with more than 280 offices in 40 countries. Sales in 2010 were $6.2 billion. Additional information is available at http://www.mcgraw-hill.com.

Media Relations Contacts:

G&A Comunicação Corporativa
Karen Almeida – (11) 3037-3228 – [email protected]
Heloisa Picos – (11) 3037-3226 – [email protected]

John Tews; JD Power and Associates; Troy, Mich. U.S.A; (248) 312-4119; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. JD Power and Associates press releases and media information can also be accessed at www.jdpower.com/corporate

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Hyundai-HMB Ranks Highest in Vehicle Ownership Satisfaction

2014-08-12

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SÃO PAULO:  13 August 2014 — Hyundai-HMB ranks highest among automotive brands in satisfying new-vehicle owners in Brazil, with models from Ford, Hyundai, Renault and Volkswagen receiving segment awards, according to the JD Power 2014 Brazil Vehicle Ownership Satisfaction Study^SM (VOSS) released today.

The Brazil VOSS, now in its fourth year, is an annual study that examines the new-vehicle ownership experience (12 to 36 months after purchase) across four measures of satisfaction. In order of importance, they are cost of ownership—including fuel consumption, insurance and maintenance/repair (42%); dealer service experience (23%); vehicle appeal—including performance, design, comfort and features (19%); and vehicle quality/reliability (16%).

Hyundai-HMB Earns Highest Score

Hyundai-HMB, which is profiled in the study for the first time, is the highest-ranked brand (788 on a 1,000-point scale), and performs well in the cost of ownership measure.

Hyundai-HMB is followed by Toyota (783), which performs well in the vehicle quality/reliability measure.

Rounding out the nameplates achieving scores above industry average are five additional automakers from Asia—Honda (774); Kia (762); Nissan (748); Mitsubishi (745); Hyundai-CAOA (742)—and one from Europe, Volkswagen (738).  

Receiving model-level awards in their segments are the Volkswagen Gol G4 (subcompact car); Hyundai-HMB HB20 (entry compact hatch); Renault Logan (entry compact sedan); and Ford New Fiesta (upper compact hatch).

Dealers Missing Opportunity to Drive Greater Ownership Satisfaction

Overall vehicle owner satisfaction averages 731 in 2014, a slight decline from 733 in 2013. Satisfaction among owners in Brazil is lower than among those in other markets in which JD Power conducts the VOSS, such as Germany (788) and the United Kingdom (772).

In particular, satisfaction in Brazil lags in such key after-sales service metrics as respecting customer wait time; delivering the vehicle when promised; and the timeliness of completing paperwork.

With a sluggish economy and passenger-vehicle sales down by more than 7 percent year over year during the first half of the year, automakers in Brazil could benefit by focusing their attention on improving the overall customer after-sales service experience.

“The Brazilian auto market is facing a difficult period,” said Jon Sederstrom, country manager, JD Power do Brasil. “Automakers and dealers should make efforts to further diversify their revenue and profits by growing their after-sales service business, in order to maintain profitability in a declining new vehicle market.”

According to Sederstrom, most European and North American dealers rely far less on new-vehicle sales than their counterparts in Brazil. This financial diversification has come, in part, through an emphasis on the service experience. Dealers have recognized that a customer’s time, convenience and money are valuable. As a result, they have worked to shift their focus from fixing the vehicle to helping the customer by providing alternative transportation for convenience, delivering the vehicle on time and reducing the time to complete the service paperwork.

KEY FINDINGS

• One of the most effective ways of increasing after-sales service business is to provide a highly satisfying experience for existing customers. Industry-wide, satisfaction with dealer after-sales service has been stagnant during the past two years, with an overall service index score of 765 in 2014, compared with 764 in 2012 and 763 in 2013—lower than in any of the other markets in which vehicle ownership satisfaction is measured by JD Power.   
• While 89 percent of new-vehicle owners in Brazil indicate getting a service appointment on their desired date, this is a lower percentage than in the United States (95%), United Kingdom (94%), Canada (93%), Germany (93%) and Mexico (90%).[1]                                                                                                                                                    

• Dealers in Brazil struggle to ensure their service advisors greet customers promptly. The study finds that 32 percent of service customers in Brazil wait five minutes or longer before they are approached by a service advisor. In comparison, only 10 percent of customers in the United Kingdom and 18 percent in Germany have to wait five minutes before being greeted by their advisor.

• Having the vehicle ready when originally promised is also critical. New-vehicle owners are busy with professional and personal commitments, and they rely on their vehicles for their daily activities. However, Brazilian dealers fail to return 10 percent of vehicles when originally promised. Nearly another 10 percent of customers are not even promised a return date and time.

• A poor after-sales service experience has a significant impact on satisfaction, which should be noted by OEMs and dealers as it directly impacts loyalty, service retention and new-vehicle sales. Among customers who service their vehicle at a dealer, 28 percent say they “definitely will” return to that dealer for service they pay for. If dealers are able to improve key service processes, such as those referenced above, by just 5 percentage points each, VOSS data suggests they could increase their service customer retention to 34 percent and their annual revenue per customer by R$ 83.

About the Study

The 2014 Brazil Vehicle Ownership Satisfaction Study is based on the evaluations of nearly 9,000 online interviews with new-vehicle owners in Brazil after 12 to 36 months of ownership. Overall ownership satisfaction is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction. The study was fielded between March and June 2014. The 2014 Brazil VOSS includes 85 vehicle models.

About JD Power do Brasil

Established in São Paulo in 2010, JD Power do Brasil conducts customer satisfaction research and provides market intelligence and consulting services for the automotive industry—manufacturers and dealers. Information regarding JD Power do Brasil and its products can be accessed through the Internet at brasil.jdpower.com.

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

JD Power Media Relations Contacts

Heloisa Picos; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3226; [email protected]

Renata Cerolini; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3231; [email protected]

Marcela Villa; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3214; [email protected]

John Tews, JD Power, Troy, Michigan, 248-680-6218, [email protected]

No advertising or other promotional use may be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Hyundai-CAOA and Toyota Tie for Highest-Ranked Brand In the Second Annual Sales Satisfaction Index (SSI) Study

2014-05-23

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SÃO PAULO: 29 May 2014 — Hyundai-CAOA and Toyota tie for the highest-ranked brand among automotive manufacturers in Brazil, according to the JD Power 2014 Brazil Sales Satisfaction Index (SSI) Study^SM released today.  

The study, now in its second year, is a comprehensive analysis of the new-vehicle purchase experience and explores customer satisfaction with the selling dealer by examining five measures (listed in order of importance): working out the deal (29%); delivery process (22%); test drive (18%), added in 2014; salesperson (16%); and dealership facility (16%).

Five Highest-Ranked Brands

Hyundai-CAOA (787 on a 1,000-point scale) performs particularly well in dealership facility, working out the deal and delivery process, while Toyota (787) performs particularly well in salesperson, working out the deal, delivery process and test drive. Ranking third are Citroën and Hyundai-HMB in a tie (776 each), followed by Nissan (769). Overall sales satisfaction averages 754.

Sales Process Is Increasingly Important

Amid general economic uncertainty in Brazil, the passenger-vehicle market is expected to stay flat in 2014. Simultaneously, consumers in Brazil have more choice than ever in terms of vehicle brands, vehicle models and automotive dealerships. As a result, new-vehicle shoppers have become very selective, and improving sales satisfaction is increasingly important. Across all brands, shoppers visit and reject four automotive dealerships, on average, prior to making a purchase.   

“Given the market conditions in Brazil, sales satisfaction has become an extremely important competitive differentiator,” said Jon Sederstrom, country manager, JD Power do Brasil. “The sales experience is critical in the short-term to maintain market share. We also know through our automotive syndicated studies that providing a satisfying sales experience typically leads to higher levels of brand loyalty, drives recommendations to purchase and influences shoppers to return to the dealer for service in the medium- and long-term—all of which have an impact on a dealer’s ROI.”

Among new-vehicle shoppers who indicate their buying experience is outstanding (overall satisfaction rating of 10 on a 10-point scale), 71 percent say they “definitely will” return to the dealership for paid services, 57 percent “definitely will” purchase the same make vehicle in the future, and 63 percent “definitely will” purchase a vehicle from the same dealership.

KEY FINDINGS

• More than one-third (35%) of new-vehicle shoppers indicate that they had entered purchase negotiations on a vehicle before rejecting the dealer. Key rejection reasons cited among these shoppers relate to dealer staff, including the dealer did not provide a straight answer about the best price for the vehicle (27%); the dealer was unable to provide adequate financing (26%); and the dealer staff applied too much pressure/too pushy (24%).
• Among shoppers who stayed and purchased a new vehicle, 43 percent indicate having had at least one problem during their final negotiation and the paperwork process, which is nearly twice as high as new-vehicle shoppers in the U.S. market facing similar problems at a dealership (23%).
• Working out the details (finalizing the paperwork) is one of the highest-weighted measures of overall satisfaction in the study, and closing the deal properly is critical. For example, satisfaction is more than 80 points higher among new-vehicle shoppers who experience no paperwork problems (769) than among those who have to return to the dealer due to paperwork problems (688).

According to Sederstrom, “Dealers need to identify and eliminate any step in the sales process that might cause a shopper to reject them, from model selection and pricing to final paperwork. If the dealer staff can meet the needs of the shopper and retain their interest once they enter the dealership, the shopper is more likely to continue with the same dealer until the purchase process is complete.”

The 2014 Brazil Sales Satisfaction Index Study is based on the evaluations of more than 3,400 online interviews with Brazilian new-vehicle owners one to seven months after purchase. The study was fielded in March and April 2014.

About JD Power do Brasil

Established in São Paulo in 2010, JD Power do Brasil conducts customer satisfaction research and provides market intelligence and consulting services for the automotive industry—manufacturers and dealers. Information regarding JD Power do Brasil and its products can be accessed through the Internet at http://brasil.jdpower.com./

Media Relations Contacts

Heloisa Picos; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3226; [email protected]

Renata Cerolini; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3231; [email protected]

Marcela Villa; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3214; [email protected]

John Tews, JD Power, Troy, Michigan, 248-680-6218, [email protected]

Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

About McGraw Hill Financial www.mhfi.com 

 

Ongoing Costs Weigh Heavily on New-Vehicle Owners in Brazil, Particularly among Owners of Subcompact and Compact Models

2011-07-28

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SÃO PAULO: 28 July 2011 – Among vehicle owners in Brazil, cost is a particularly dissatisfying element of vehicle ownership, especially among owners of the smallest vehicles–subcompact and compact cars–according to the JD Power do Brasil 2011 Brazil Vehicle Ownership Satisfaction Study^SM (VOSS) released today.

The inaugural study is based on actual vehicle owner evaluations of their vehicle and dealer across four measurements of satisfaction. In order of importance, they are cost of ownership (32%), including fuel consumption, insurance and maintenance/repair; vehicle appeal (28%), which includes performance, design, comfort and features; dealer service experience (22%); and vehicle quality and reliability (18%). Overall ownership satisfaction is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

Overall satisfaction averages 736 in 2011, with vehicle owners indicating they are most satisfied with the quality and reliability of their vehicle (775, on average) and least satisfied with cost of ownership (691). Ownership cost satisfaction among subcompact and compact model owners is the lowest of all the vehicle segments examined in the study, averaging 670 and 691, respectively. In comparison, average cost of ownership satisfaction ranges between 703 and 726 among larger vehicle segments.

Sizable proportions of subcompact and compact model owners indicate they pay more than they expected for vehicle service, with nearly 19 percent of subcompact owners and compact owners saying their service expenditures were “much higher” than expected. Dissatisfaction with the costs of service and insurance are particularly strong.

“Owners of subcompact and compact models are spending a much higher proportion of their income on all of the costs associated with their vehicle–including fuel, repair and maintenance–than do owners of larger vehicle models,” said Jon Sederstrom, director and country manager, JD Power do Brasil. “Collectively, owners of subcompact and compact models comprise 61 percent of the market in Brazil. For automakers, effectively managing expectations of these owners will be key to elevating satisfaction throughout the market.”

According to JD Power, the Brazil new-vehicle market is projected to continue to grow rapidly in the coming years. Sales are projected to reach approximately 3.53 million units in 2011, compared with sales of 2.72 million units in 2008–representing an average annual growth rate of 9 percent during the past three years. In 2010, new-vehicle sales in Brazil surpassed sales in Germany, making Brazil the fourth-largest new-vehicle market in the world behind only China, the United States and Japan. By 2015, sales of new light vehicles are expected to exceed 5 million units. By 2018, sales are projected to reach 6 million units.
 
This rapid growth is attracting nameplates from Asia, which are investing aggressively in local manufacturing capacity and dealership networks to capitalize on Brazil’s market potential. As a result, the competitive landscape is changing and consumers are enjoying more choices than ever before.

“Vehicle owners in Brazil have an unprecedented array of choices and this new reality represents both an opportunity and a threat for established auto manufacturers,” said Sederstrom. “Paying attention to the needs of new-vehicle buyers and consistently meeting these expectations throughout the ownership period is a precondition for customer retention and for maximizing the likelihood that existing owners will enthusiastically recommend their vehicle and dealer to their family, friends and work colleagues.”

According to the study, Brazil vehicle owners who rate their overall ownership experience as highly satisfying (ratings of 9 or 10 on a 10-point satisfaction scale) are 2.8 times more likely to say they would definitely repurchase the same brand again, compared with owners who are less satisfied (ratings of 7 or 8). 

The 2011 Brazil Vehicle Ownership Satisfaction Study ranks ownership satisfaction for individual vehicle models by segment, as well as automotive brands overall. Volkswagen ranks highest in two vehicle segments for the Gol G5 (subcompact car) and CrossFox (compact car). Also receiving a segment-level award is the Honda Civic (midsize car).

Toyota is the highest ranking brand in vehicle ownership satisfaction with an overall score of 808. Toyota performs particularly well in all four key measures. Following Toyota in the brand rankings are Honda (796) and Citroën (762).

The 2011 Brazil Vehicle Ownership Satisfaction Study is based on the evaluations more than 4,000 online interviews with Brazilian vehicle owners after an average of two years of ownership. The study was fielded in May 2011.

About JD Power do Brasil
Established in São Paulo in 2010, JD Power do Brasil conducts customer satisfaction research and provides market intelligence and performance analytics services in the automotive, wireless telecommunications and finance industries. Information regarding JD Power do Brasil and its products can be accessed through the Internet at www.jdpowerdobrasil.com.

About JD Power and Associates
Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company with more than 40 years of experience operating in key business sectors providing market research, forecasting, performance improvement, social media and customer satisfaction insights and solutions.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. JD Power and Associates is a business unit of The McGraw-Hill Companies. Additional information is available at www.jdpower.com.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy.  With leading brands including Standard & Poor’s, McGraw-Hill Education, Platts energy information services and JD Power and Associates, the Corporation has approximately 21,000 employees with more than 280 offices in 40 countries.  Sales in 2010 were $6.2 billion.  Additional information is available at http://www.mcgraw-hill.com.

Media Relations Contacts:
Julia Medeiros Barbosa; G&A; São Paulo, Brazil; (11) 3037-3221; [email protected]
John Tews; JD Power and Associates; Troy, Mich. U.S.A; (248) 312-4119; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power and Associates. JD Power and Associates press releases and media information can also be accessed at www.jdpower.com/corporate.

Press Release (Portugese)

 

Apple Ranks Highest in Customer Satisfaction among Smartphone Manufacturers, While Samsung Ranks Highest among Traditional Mobile Phone Manufacturers

1970-01-01

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SÃO PAULO: 21 November 2011 — Apple ranks highest in satisfying smartphone customers while Samsung ranks highest in customer satisfaction with traditional mobile phones, according to the JD Power do Brasil 2011 Wireless Smartphone and Wireless Handset Satisfaction Studies, both released today.

The inaugural Brazilian studies measure customer satisfaction with the mobile device ownership experience. Customer satisfaction with mobile phones is measured across four factors. In order of relative importance to overall satisfaction with traditional phones, they are: performance (32%); features (23%); physical design (23%); and ease of operation (22%). For smartphones, the key factors are: physical design (27%); ease of operation (26%); performance (26%); and features (21%). Overall satisfaction is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction.

Apple ranks highest in customer satisfaction among manufacturers of smartphones with a score of 875, performing particularly well in ease of operation and features. Nokia follows Apple in the rankings with a score of 792.

Among traditional mobile phone manufacturers, Samsung ranks highest in customer satisfaction with a score of 766. Samsung performs particularly well in performance, physical design and features. Nokia follows Samsung in the traditional mobile phone rankings with a score of 760.

“As the number of mobile phone devices available in the market continues to increase, delivering an outstanding mobile phone experience is crucial for manufacturers to differentiate themselves from competitors,” said Celia Bastos, research director at JD Power do Brasil. “Customers who are highly satisfied with their device are considerably more likely to purchase a mobile phone from that manufacturer in the future and recommend their brand to others. In addition, these highly satisfied customers are more likely to have a more satisfying wireless experience overall.”

The study also finds the following key trends:

• As in the United States, satisfaction tends to be higher among younger smartphone customers, averaging 801 among customers 18 to 34 years old—compared with just 776 among customers 35 to 44 years old.
• Smartphone customers report accessing email on their device approximately six times per day, which equates to nearly 200 attempts to access email each month.
• On average, 65 percent of smartphone customers who download applications say they download games to their device. Mobile gamers with smartphones say they spend an average of 83 minutes per week playing mobile games.
• Customers currently owning traditional phones are more likely to purchase a new device within the next year.  More than eight in 10 (81%) traditional phone users say they “definitely will” or “probably will” purchase a new phone within the next 12 months. This compares to 75% among smartphone users. 

 

“Mobile phone manufacturers in Brazil are doing a good job of satisfying younger customers, as this segment represents a vast majority of customers,” said Kirk Parsons, senior director of wireless services at JD Power and Associates. “However, as seen in the United States, there is a growing segment of more mature users. More than 35 percent of U.S. based wireless customers are over 44 years of age.  This compares to only 17 percent for Brazil. As this age segment becomes more prominent in Brazil, manufacturers will need to balance integrating the latest technology and features into phones while making sure they are easy to use and understand for customers of all ages.”

JD Power’s self-funded Voice-of-the-Customer syndicated studies evaluate products and services based on actual consumer feedback. The research is designed to help businesses make informed decisions about product and service improvements. Study results are based solely on the opinions of consumers, not the opinion of JD Power.

The 2011 Brazil Wireless Smartphone and Handset Satisfaction Studies are based on experiences reported by 979 smartphone owners and 1207 traditional mobile phone owners, respectively. Both studies were fielded in September 2011.

About JD Power do Brasil
Established in São Paulo in 2010, JD Power do Brasil conducts customer satisfaction research and provides market intelligence and performance analytics services in the automotive, wireless telecommunications and financial services industries. Information regarding JD Power do Brasil and its products can be accessed through the Internet at www.jdpowerdobrasil.com.

About JD Power and Associates
Headquartered in Westlake Village, Calif., JD Power and Associates is a global marketing information services company with more than 40 years of experience operating in key business sectors providing market research, forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. JD Power and Associates is a business unit of The McGraw-Hill Companies. Additional information is available at www.jdpower.com.

About The McGraw-Hill Companies
McGraw-Hill is a leading global financial information and education company that helps professionals and students succeed in the Knowledge Economy. Leading brands include Standard & Poor’s, S&P Capital IQ, S&P Indices, Platts energy information services and McGraw-Hill Education. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. On September 12, 2011, the Corporation announced its intention to separate into two public companies – McGraw-Hill Markets (working name), primarily focused on global capital and commodities markets and McGraw-Hill Education focused on digital learning and education services worldwide. Additional information is available at http://www.mcgraw-hill.com/.

 

Toyota Ranks Highest in Vehicle Ownership Satisfaction for Third Straight Year; Volkswagen Receives Two Model-Level Awards; Fiat, Renault, Toyota Each Receive One

2013-08-07

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SÃO PAULO: 7 August 2013 — For a third consecutive year, the Toyota nameplate ranks highest in satisfying new-vehicle owners in Brazil, the world’s fourth largest automotive market, while two models from Volkswagen and one each from Fiat, Renault and Toyota receive segment awards, according to the JD Power 2013 Brazil Vehicle Ownership Satisfaction Study^SM (VOSS) released today.

The annual study examines the new-vehicle ownership experience (12 to 36 months after purchase) across four measures of satisfaction. In order of importance, they are: ownership costs-including fuel consumption, insurance and maintenance/repair (42%); service satisfaction (23%); vehicle appeal-including performance, design, comfort and features (19%); and vehicle quality/reliability (16%).

In the 2013 study, overall vehicle owner satisfaction averages 733 (on a 1,000-point scale). Among all countries in which JD Power publishes this study, owners in Brazil place the most importance on the cost of owning a vehicle. In part, this is due to spending a larger percentage of their income on vehicle service and repairs, fuel, taxes and insurance. As a result, ownership costs satisfaction is lowest among the four measures.

Toyota Earns Highest Scores in Each of 2013 Brazil VOSS Measures

Toyota ranks highest among the nameplates included in the study, with a score of 816, performing particularly well in each of the four study measures. Moreover, the Toyota Corolla achieves the highest score in the midsize segment (814) and also earns the highest score among all models ranked.

Toyota is followed by Honda (778), which performs exceptionally well in three of the four measures: vehicle quality/reliability; service satisfaction; and ownership costs.

Rounding out the brands that earn scores above industry average are three additional nameplates from Asia, one from Europe, and one from the United States: Hyundai-CAOA (771); Nissan (770); Kia (768); Citroën (739); and Chevrolet (735), respectively.

Receiving model-level awards in their segments are the Fiat Palio Fire (subcompact car); the Renault Logan and Volkswagen Voyage in a tie (entry compact car); the Volkswagen Polo (upper compact car); and the Corolla (midsize car).

High Incidence of Owner-Reported Problems

While vehicle quality/reliability has the smallest weight among the four measures in the 2013 Brazil VOSS, it remains critically important. Quality is the minimum requirement for purchase consideration in most countries, including Brazil. Furthermore, poor quality may negatively impact the more heavily weighted measures of ownership costs and service satisfaction. The added cost and time spent on service and repair visits to fix low-quality vehicles, along with poor fuel consumption, are among the primary concerns of vehicle owners in Brazil.

On average, new-vehicle owners report 352 problems per 100 vehicles (PP100)-3.52 problems per vehicle-a much higher number than in other countries where JD Power evaluates vehicle ownership satisfaction, including Canada (230 PP100); Germany (230 PP100); and the UK (204 PP100).

Within Brazil, domestically produced vehicles have a higher number of problems (356 PP100) than do vehicles imported from other markets such as Mexico (310 PP100); South Korea (314 PP100); and Argentina (333 PP100). “Unfortunately, a higher incidence of owner-reported quality problems reinforces the perception that vehicles produced in Brazil are of lower quality,” said Jon Sederstrom, director and country manager, JD Power do Brasil.

Brazil’s new-vehicle owners most frequently identify quality problems in the engine/transmission area, which is among the most complex of all vehicle systems. Engine/Transmission problems-including excessive fuel consumption; abnormal engine noises; engine hesitation; and engine starting problems-are cited as among the most severe (i.e. dissatisfying) by owners.

“Although Brazil is among the world leaders in oil and ethanol production, the cost of fuel for consumers is higher than in many other countries with substantial fuel reserves. As a result, fuel consumption is of particular concern among vehicle owners in Brazil,” said Sederstrom.

The 2013 Brazil Vehicle Ownership Satisfaction Study is based on the evaluations of 8,387 online interviews with new-vehicle owners in Brazil after 12 to 36 months of ownership. Overall ownership satisfaction is reported as an index score based on a 1,000-point scale, with a higher score indicating higher satisfaction. The study was fielded in April, May and June 2013. The 2013 Brazil VOSS includes 73 vehicle models. This is nearly twice the number of models that were included in the inaugural Brazil VOSS in 2011.

 

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw-Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com. 

Media Relations Contacts:

Adriana Solinas; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3221; [email protected]
Mariana Zaia; Gaspar & Associados; São Paulo, Brazil; (11) 3037-3214;[email protected]
John Tews; Troy, Mich.; (248) 680-6218; [email protected]

Follow us on Twitter: @JDPower

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com/corporate